SupportLogic

A “stale NRT” alert can be configured for any tickets where the customer has responded, 5 days have passed and we have not responded to them.

NOTE: The following instructions assume you have already set up appropriate virtual teams of Support Engineers in SupportLogic.

To set up this alert:

1. Go to My Alerts in SupportLogic
2. Click on + New Alert
3. Select Standard Alert and press Create
4. Give the Alert a name by clicking on the pencil beside the default Alert x name
5. Leave the Trigger configuration set to all conditions
6. Click on the Support Engineer Alert Condition on the right hand side panel and find your virtual team, or the virtual team you want to monitor. Click on that team and it will be added as condition 1
7. Click the Last Ticket Activity Alert Condition on the right hand side panel and select Inbound
8. Populate the and was __ hours ago section with 120 (this is 5 days)
9. Drag that condition into the box for the 2nd trigger condition
10. In Notification Method - we only have the ability to alert using email, so select Send alerts to me via Email
11. You can add additional recipients if desired
12. Choose whether you also want to alert the ticket owner (assignee) or not
13. The default Payload gives sufficient information in the email alert, but if you want to add additional details, you can add these

The following image shows the configuration.

The escalation alert can be configured for any ticket that is already escalated or it is likely to.

NOTE: The following instructions assume you have already set up appropriate virtual teams of Support Engineers in SupportLogic.

To set up this alert:

1. Go to My Alerts in SupportLogic
2. Click on + New Alert
3. Select Standard Alert and press Create
4. Give the Alert a name by clicking on the pencil beside the default Alert x name
5. Leave the Trigger configuration set to all conditions
6. Click on the Support Engineer Alert Condition on the right hand side panel and find your virtual team, or the virtual team you want to monitor. Click on that team and it will be added as condition 1
7. Click the Likely to Escalate and the Escalated Escalation Activity on the right hand side panel and drag them to the left
8. Choose any of the Sentiments you would like to be alerted about (e.g Urgency, Critical Issue, CAll request, Confusion) from the right hand side and drag them to the left
9. In Notification Method - we only have the ability to alert using email, so select Send alerts to me via Email
10. You can add additional recipients if desired
11. Choose whether you also want to alert the ticket owner (assignee) or not
12. The default Payload gives sufficient information in the email alert, but if you want to add additional details, you can add these

The following image shows the configuration.